Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.
The incumbent is responsible for welcoming members and clients in a courteous and dynamic manner, quickly acknowledging their needs and guiding them to the right representative or alternative distribution channel. The person in this role provides members and clients with general information on Desjardins products and services. He or she also provides telephone reception service and performs certain secretarial and administrative support tasks.
Welcome members and clients with utmost respect for Desjardins service standards so as to provide a unique experience.
Provide information and assistance to members and clients on making the most of the various tools and alternative distribution channels available to enhance their autonomy (e.g., ATM, AccèsD internet and telephone, Desjardins mobile services, Desjardins.com and complementary channels such as the Online Business Centre and Desjardins Bank).
Ensure members and clients experience a reasonable wait time in the waiting room. Be attentive to their comments in this regard and see to their satisfaction.
Listen carefully to members and clients to ensure they are fully satisfied, and make the most of sales opportunities.
Inspire a sense of trust and confidence in members and clients that Desjardins can meet their needs.
Participate in liaison activities with various Desjardins Group entities (e.g., Shared Services Centre, Online Business Centre, AccèsD Client Contact Centre). Process the resulting transaction notices and operations and conduct follow-ups with members and clients according to procedure.
Answer and transfer calls, as well as provide general information. Make new appointments according to business centre policy. Manage various operational functions related to the telephone system as needed.
Perform some secretarial tasks (e.g., word processing) and provide administrative support (e.g., data compilation, document management, mail sorting and distribution, faxing and scanning).
Other working condition
Number of job available : 1
High school diploma
A minimum of two years of a relevant experience
Please note that other combinations of qualifications and relevant experience may be considered
For vacant positions available in Quebec, please note that knowledge of French is required
Knowledge of common and convenience products and services
Knowledge of products and services for businesses and those offered by caisses, components and Desjardins distribution networks and those of the competition
Impeccable French spelling and grammar
Knowledge of security measures, legal frameworks and internal controls
Understanding of the philosophy and inner workings of a financial services cooperative
Knowledge of the welcome process
Knowledge of telephone protocol
Understanding of the general business centre teams (organizational structure, roles and responsibilities)
Knowledge of service standards
Desjardins Cross-sector skills
Action oriented, Collaborates, Customer Focus, Innovation
Key competencies for the job
Communicates effectively, Interpersonal Savvy, Situational adaptability
905, rue Gauthier Drummondville
Member/client sales and service (FG)